Job title: Customer Care Representative
Type of employment: Full-time (Remote)
Budget: $6 – $9 per hour
Shift Schedule: 11:00 AM – 8:00 PM EST
The Customer Care Representative will serve as the primary point of contact for customers, ensuring that all inquiries, service requests, and follow-ups are handled efficiently and professionally. This role focuses on supporting existing customers by coordinating service calls, dispatching technicians, and ensuring that office equipment—such as copiers and printers—remains in optimal working condition. The ideal candidate is detail-oriented, proactive, and has prior experience providing customer service in the office equipment or technical support industry.
About the Employer:
A U.S.-based office equipment solutions provider specializing in copier and printer sales, leasing, and maintenance. They are dedicated to delivering reliable service, high-quality products, and exceptional customer support to businesses of all sizes.
Company core values:
- One Team, One Mission
- Customer-first approach
- High-quality service and quick response
- Proactive problem-solving
- Attention to detail
- Continuous improvement
Objectives of this role:
- Maintain high levels of customer satisfaction through timely responses and proactive outreach.
- Coordinate technician dispatches and provide customers with real-time updates on service progress.
- Ensure all service-related interactions are logged, tracked, and followed up appropriately.
Responsibilities:
- Handle inbound and outbound customer calls and emails professionally and promptly.
- Schedule and dispatch technicians for on-site service visits.
- Provide customers with technician ETA updates and follow up to confirm service resolution.
- Conduct follow-up or “check-in” calls to ensure customer equipment is functioning properly post-service.
- Process and manage online orders and coordinate inventory fulfillment (e.g., toner supplies).
- Log all activities and maintain accurate service records using Microsoft tools and internal systems.
- Work closely with internal team members to ensure communication standards and service timelines are met.
Required skills and qualifications:
- Minimum of 2 years of customer service experience, preferably in the office equipment, copier, or printer support industry.
- Strong written and verbal English communication skills.
- Excellent organizational and follow-through abilities.
- Proven ability to de-escalate customer concerns and provide solutions calmly and effectively.
- Proficiency in Microsoft Office tools and familiarity with ticketing or service management systems.
- Must have industry experience due to limited training time.
Preferred skills and qualifications
- Background in technical or product support, particularly for printer/copier products.
- Experience in a fast-paced service or logistics environment.
- Familiarity with CRM or dispatch management tools.
- Strong attention to detail and ability to manage multiple tasks simultaneously.